Please don't create multiple threads for the same issue, it doesn't help you get a response any quicker in fact quite the opposite. I have merged your threads.

Unfortunately current staff response times are over a week and that will be exacerbated by the Christmas break.

By headline speed do you mean the up to speed tier you are signed up to? This should be displayed in your account details on the My Virgin Media section of the site and on your bills.

______________________Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong If my answer solves your problem please mark it as helpful as it may help othersMy setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I can't speak for the staff that man the social media platforms or the "Executive Complaints Team", but if there is a utilisation issue on your area the forum staff will be able to provide a fault reference number. As I said previously staff response times on here are over a week and that will be exacerbated by the Christmas / New Year break.

The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread then it will bump you to the bottom of their list. For the quickest response, post once and they will get to you as soon as possible.

With regard to your other question about headline speed. If you are on the Vivid 200 tier then it should be possible to get 200Mbps at off peak times with the right kit e.g. gigabit Ethernet or AC wireless), at peak times (typically 4pm-11pm weekday and all weekend) speeds can be slower. I get 200Mbps off peak and around 150Mbps at peak times using a wired gigabit connection. If your area is suffering with a utilisation issue then peak time speeds could be very low. As Ofcom currently only require ISPs to quote up to speeds and not average speeds of their customers VM stay within the rules. Not suggesting for a second that providing poor service is acceptable, just pointing out that Ofcom say lots but do very little to improve things for UK broadband customers IMHO.

______________________Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong If my answer solves your problem please mark it as helpful as it may help othersMy setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm in this area & got connected 2 weeks ago. I got it cancelled, just waiting for the boxes to send the kit back. I still had my Sky ADSL running & have gone back to that.

Not sure if it's a glimmer of hope, but whilst I was on the phone cancelling they said there was a fix date of 26/7, when I say fix this could just be a review. I didn't believe them anyway, I certainly wasn't prepared to pay until that date, with £8 a month overutilization credit. If they do eventually fix it I'll consider going back.